Customer Success Executive (Electric Vehicles)

Location: London, United Kingdom; hybrid workplace.

Company

Octopus Electric Vehicles is an hirify.global Group start-up building electric vehicle leasing, charging, and energy solutions to support cleaner driving.

What you will do

• Act as the key contact for day-to-day non-commercial activities for B2B salary sacrifice scheme clients by email and phone.
• Champion scheme interests and provide subject-matter expertise on EV salary sacrifice to Growth and wider Octopus EV teams.
• Analyse customer feedback and operational data to identify root causes and drive process improvements.
• Lead projects that improve customer experience, expand self-service, and reduce repetitive inbound contact.
• Manage complaints, escalations, reporting queries, and invoicing queries while tracking scheme satisfaction, response times, resolution times, and inbound reduction.

Requirements

• 4+ years of relevant B2B client-facing experience.
• Proven experience supporting B2B clients with queries and delivering high-quality service.
• Experience using data and customer feedback to identify root causes and justify operational change.
• Experience working with service metrics, including response times, satisfaction scores, accuracy, and issue resolution.
• Experience taking internal or operational projects from concept to completion.
• Excellent listening and communication skills, including the ability to build rapport in challenging customer situations.
• Ability to collaborate with cross-functional teams to deliver ongoing improvements.
• Highly organised, efficient, customer-focused completer-finisher mentality.
• Good understanding of the B2B2C dynamic involving schemes and their employees.

Culture & Benefits

• Full-time hybrid role based in London.
• High autonomy, with opportunities to learn, decide, and build quickly.
• Flexible salary matching based on experience; compensation is discussed with a recruiter rather than advertised.
• Employee perks and benefits, plus a dog-friendly office with allergy precautions.
• Inclusive equal-opportunity environment with interview accommodations available on request.

Hiring process

• Applications may be supported by AI tools for reviewing applications or assessing responses, but final hiring decisions are made by the Talent team.
• Applicants can contact talent@octoenergy.com with questions about data use or request specific interview accommodations.